NICE Ranked Again as Market Leader in Workforce Management by Analyst Firm DMG
Consulting
NICE also receives top marks for customer satisfaction
PR Newswire
RA'ANANA, Israel, June 24, 2013
RA'ANANA, Israel, June 24, 2013 /PRNewswire/ --
NICE Systems (NASDAQ: NICE) today announced that it has once again been
recognized as the contact center workforce management market leader by DMG
Consulting LLC, with a market share of 22 percent, based on the number of
seats. For six consecutive years NICE has been the market share leader
according to DMG's Contact Center Workforce Management reports.
According to DMG's 2013 Contact Center Workforce Management Market Report,
NICE was ranked for the second consecutive year as the top vendor for customer
satisfaction across ten categories measuring vendor satisfaction: product,
implementation, service and maintenance, training, professional services,
innovation, responsiveness to product enhancement requests, communication,
pricing, and overall vendor satisfaction. Among individual components of the
product category, NICE achieved a top score in 15 out of 19 categories. In the
implementation and professional services categories, NICE achieved a perfect
score.
"Today's contact centers are handling more channels than ever before,
including calls, emails, chat, short message service (SMS), social media and
possibly some non-call activities, " explained Donna Fluss, President of DMG
Consulting. "WFM challenges include handling complex work rules and scheduling
requirements (multi-national environments, multiple languages, time zones,
at-home agents, outsourced agents, flexible shifts, etc.). Companies
increasingly need long-term planning and budgeting functionality to plan agent
staffing needs for anywhere from one to five years into the future."
To address the needs of today's complex multi-site, multi-skill and
multi-channel call centers, NICE IEX Workforce Management solutions offer the
flexibility and rich set of capabilities to forecast staffing needs, schedule
representatives' time, effectively manage daily activity, and boost inbound
sales revenue.
"We are pleased to once again be recognized as a leader in DMG's 2013 Contact
Center Workforce Management Market Report," said Benny Einhorn, Chief
Marketing Officer at NICE. "Achieving top vendor status for product
satisfaction as well as receiving top scores for our implementations and
professional services is a testament of our commitment to providing customers
with flexible and comprehensive workforce management solutions and services
that can be adapted to their particular business environment. As the
complexity of today's contact centers continue to grow, we are enabling our
customers to successfully meet their service objectives."
About NICESystems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software
solutions that enable organizations to take the next best action in order to
improve customer experience and business results, ensure compliance, fight
financial crime, and safeguard people and assets. NICE's solutions empower
organizations to capture, analyze, and apply, in real time, insights from both
structured and unstructured Big Data. This data comes from multiple sources,
including phone calls, mobile apps, emails, chat, social media, video, and
transactions. NICE solutions are used by over 25,000 organizations in more
than 150 countries, including over 80 of the Fortune 100 companies.
http://www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks
of NICE Systems. All other marks are trademarks of their respective owners.
For a full list of NICE Systems' marks, please see:
http://www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined
in the Private Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Messer Einhorn, are based on the
current expectations of the management of NICE-Systems Ltd. (the Company)
only, and are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of the global
economic environment on the Company's customer base (particularly financial
services firms) and the resulting uncertainties; changes in technology and
market requirements; decline in demand for the Company's products; inability
to timely develop and introduce new technologies, products and applications;
difficulties or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; pressure on
pricing resulting from competition; and inability to maintain certain
marketing and distribution arrangements. For a more detailed description of
the risk factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and Exchange
Commission, including the Company's Annual Report on Form 20-F. The
forward-looking statements contained in this press release are made as of the
date of this press release, and the Company undertakes no obligation to update
or revise them, except as required by law.
Corporate Media Contact
Erik Snider, +1-877-245-7448, erik.snider@nice.com
Investors
Marty Cohen, +1-212-574-3635, ir@nice.com, ET
Anat Earon-Heilborn + 972-9-775-3798, ir@nice.com, CET
SOURCE NICE Systems Ltd.